MSP Customer Success Manager

Position Overview The Customer Success Manager (CSM) plays a critical role in delivering exceptional client experiences within the managed service provider (MSP) landscape. Serving as the primary point of contact for MSP clients, the CSM builds strong, trusted relationships with key stakeholders, including CFOs, Controllers, C-suite executives, and IT Directors to ensure customer success, retention, and growth. This role leads strategic initiatives such as upselling, review meetings, and Quarterly Business Reviews (QBRs), consistently demonstrating the value of our Managed IT products and services. With a proactive, energetic approach and strategic mindset, the CSM delivers tailored solutions that help clients achieve their business goals while strengthening long-term partnerships in a fast-paced, innovative environment. Responsibilities • Build and nurture trusted relationships with MSP clients, acting as their dedicated advocate within the organization. • Understand client needs deeply to deliver personalized account management and ensure optimal use of our solutions. • Manage onboarding processes for new clients, guiding them through implementation and training to ensure seamless adoption. • Collaborate with sales teams to identify upsell or renewal opportunities that align with client objectives. • Utilize CRM tools to track customer interactions and analyze engagement metrics. • Coordinate with technical teams to resolve issues promptly, ensuring high levels of customer satisfaction and service delivery. • Conduct regular review meetings to assess account performance, gather feedback, and develop strategic plans for continued success. • Analyze customer data and market trends to recommend enhancements that improve overall service quality and client outcomes. Qualifications • Bachelor’s degree in business, marketing, communications, or a related field is preferred. • 3+ years of experience managing a book of business in a B2B environment, ideally within an MSP or IT services/managed services technology environment. • Proven experience in account management, customer success, or project management roles with a focus on client retention, renewals, and long-term relationship management. • Experience leading Quarterly Business Reviews (QBRs), including performance metrics, strategic insights, and technology roadmap discussions aligned to budget planning. • Strong understanding of IT solutions, sales processes, and customer relationship management best practices. • Experience partnering with sales teams on renewals, upselling, and expansion opportunities. • Demonstrated ability to manage escalated client situations professionally and effectively. • Proficiency with CRM and/or PSA platforms such as Salesforce, HubSpot, or ConnectWise. • Strong relationship-building skills with excellent written and verbal communication abilities, including the ability to clearly articulate complex concepts. • Demonstrated ability to analyze data and performance metrics to inform strategic decisions and improve customer engagement. • Ability to manage multiple priorities efficiently while maintaining a proactive, positive, and customer-focused approach. • Proficiency in Microsoft Office Suite (Excel, Word, Outlook, Teams). • Basic understanding of digital marketing, SEO principles, and analytics tools such as Google Analytics is preferred. • Comfortable using AI-powered tools (e.g., generative AI, automation, or analytics assistants) to enhance productivity, customer insights, communication, and decision-making; willingness to adopt new AI-driven technologies as they evolve. Join us as an MSP Customer Success Manager and become a vital part of a forward-thinking team dedicated to empowering clients through innovative technology solutions! Pay: $65,000.00 - $90,000.00 per year Benefits: • 401(k) • Dental insurance • Life insurance • On-site gym • Paid time off • Vision insurance Work Location: In person